I recently moved one of two domains from the same Microsoft 365 tenant to a new one. After I removed the domain from the old tenant and updated the DNS records accordingly, everything seemed to work fine for new users on new laptops. However, I'm facing significant issues with existing users who have established Windows profiles. I've removed their Outlook profiles, cleaned the registry of old references, cleared the Credential Manager, and flushed DNS, but Outlook keeps trying to connect to the old tenant instead of the new one. If I create a new Windows profile, it works fine, so the problem appears to be linked to the existing Windows profiles. Can anyone shed light on how Outlook resolves users to the correct Microsoft 365 tenant? Is it tied to a specific file, registry entry, or cached folder? I really need a solution that doesn't involve recreating profiles for over 75 users, as that would be too cumbersome!
6 Answers
From my experience, sometimes after a tenant migration, it takes a few hours for everything to sync up properly. I would suggest waiting a bit and testing again; creating a new Outlook profile might actually work after that period.
You might want to check this script that could help solve your problem: https://learn.microsoft.com/en-us/office/troubleshoot/activation/reset-office-365-proplus-activation-state.
You can use your onmicrosoft.com domain for autodiscover. This might force it to look at the correct tenant.
Outlook does cache autodiscover methods, and this cache might still be pointing to the old tenant. You can try accessing the files in %localappdata%/microsoft/outlook to manage this. There's also a registry setting that lets you disable cached autodiscover items.
I've dealt with similar issues after migrating tenants. Sometimes, you need to delete and re-add the autodiscover DNS entry in your public DNS. Even if the entry looks unchanged, it doesn't always update correctly with Azure until you do this.
Did you try clearing out these specific local app data folders and registry entries? It could help:
- %localappdata%PackagesMicrosoft.AAD.BrokerPlugin_cw5n1h2txyewy
- %localappdata%MicrosoftTokenBroker
- HKEY_CURRENT_USERSOFTWAREMicrosoftIdentityCRL
If you haven't done that, it might be worth a shot.
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